Do you know how much data is generated by your contact center? The answer might surprise you. Even the smallest contact centers that field only 100s of calls per day are generating massive amounts of data.

Whether your contact center handles 100 calls per day, or 10 000 calls per day, you have a significant data source on your hands.It’s easy to collect data, but it is crucial that you know how to sift through it and, more importantly, how to use it.

Data sources

The contact center operates in an environment involving various internal and external stakeholders, as well as multiple channels. This means that the enormous amount of data entering the contact center is coming through a number of sources and in many different formats. Here are some of the most common data sources in the contact center:

As you can see, there is a significant amount of data flowing in and out of the contact center at all times, from a number of sources. The job of the contact center is to collect all of that information, and to provide tools to optimize business processes by understanding the data. How are you using your data?

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